What is the Urgency Channel in Need Attention Score Insights?

The Urgency Channel is a key component in the Need Attention Score Insights within SupportLogic. It determines how a case is scored based on specific urgency signals detected across various activity and sentiment channels. While different channels may have unique triggers, some share common criteria that influence the urgency score.

Understanding the Urgency Channel

The Urgency Channel responds to signals that indicate the case may require immediate attention. These signals are evaluated based on specific case activities and customer sentiments.

Main Factors Contributing to the Urgency Channel

1. Comment Activity Channel

   • Calculated by the formula:
     Inbound Comments - Outbound Comments - (0.25 × Case Notes Comments)

   • A high volume of inbound customer comments with limited outbound responses can increase urgency.

2. Escalation Request Channel

   • Triggers when an escalation request is detected within the case content or comments.

   • Significantly increases the urgency score.

3. Base Sentiment

   • Evaluates key sentiment signals such as:

     • Confusion

     • Frustration

     • Impatience

     • Negative

     • Positive

   • Negative or highly emotional sentiments can strongly impact urgency.

Can I Configure the Urgency Channel?

Currently, custom configuration of the Urgency Channel is not supported in the UI.

Alternative: Use the "Explore Factors" Feature

To gain more detailed insights into what’s driving your Need Attention Score, we recommend using the Explore Factors feature available within the Need Attention Score Insights panel.

This feature provides a comprehensive breakdown of both primary and contributing factors that influence the score, helping you make data-driven decisions without needing to modify the urgency channel settings.